A importância da qualidade no atendimento como forma de fidelizar clientes: segmento de postos e combustíveis

Abstract

In the fuel trade sector as well as trade in general there are many variables that affect the competitiveness of the organization, so seek differentiation becomes paramount to get some advantage. It is understood that the fuel trade by offering goods and services, the quality of care could become then the differential. This study was carried out in some companies a network of trade Santana do Livramento fuel for both a descriptive research with qualitative analysis and quantitative support based on the results of a survey (survey) carried out through interviews with some clients was held, seeking in this way to analyze the importance of service quality on customer loyalty. As a result it was observed that even the majority of respondents (62%) considering frequent customer of the company in question, a large portion of these considers the service of the same only regular (40%), and besides, most of the suggestions made by customers at the end of the questionnaire relates to the care and training of employees. It was then perceived customer dissatisfaction at various points related to the care of this trade and little or no action of the administration to repair possible faults reported by them, it can be said that customers are more aware of its importance for companies and today seek benefits continuous and effective care, inadequate management then results in deficiency in creating company value and professional and ethical conduct of human capital of the organization.